Senior Customer Service Representative

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Senior Customer Service Representative
Huntersville, NC

We’re hiring a Senior Customer Service Representative to support a fast-paced, customer-focused utilities operation. This role is ideal for someone who thrives in a detail-driven environment, enjoys problem-solving, and can confidently handle both customer interactions and back-end billing processes.

What You’ll Do:

• Deliver exceptional customer service by handling inquiries, resolving concerns, and supporting complex customer issues
• Serve as a go-to resource for escalations and assist junior team members as needed
• Oversee and execute the full billing cycle, ensuring accuracy and timeliness
• Manage account updates, bill corrections, refunds, and payment processing (including bank drafts and collections)
• Ensure rate changes are properly implemented and reflected accurately in billing systems
• Maintain and update customer accounts, ensuring proper documentation and data integrity
• Coordinate service work orders and support scheduling for customer service and meter reading activities
• Generate daily reports including deposits, balances, and account activity
• Assist in developing and improving customer service processes and procedures
• Support operations during high-volume periods, including power outages

What We’re Looking For:

• 3+ years of experience in customer service, billing, or accounting functions
• Experience in a high-volume or fast-paced environment
• Strong attention to detail and ability to manage multiple priorities
• Comfortable working with systems, data, and reporting tools
• Ability to problem-solve independently and support team members

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